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Displaying articles for: July 2014

Improve your relationship management with an IT service catalog and other self-service strategies

According to a recent study, “CEOs rate technology as the most important external force shaping the future of their enterprise.” The same study also said that “46 percent of employees are satisfied with the services and technologies they currently receive from IT.”


The enablement reality.pngWhen you put these study results side-by-side, you see a clear picture. IT and technology are vital, but employees aren’t satisfied with what they are receiving.


There is a better way.  Eveline Oehrlich from Forrester Research and HP executive Joseph Kim recently sat down for a conversation on this topic and the importance of IT service management in the future. Keep reading to find out what they said and to watch the video for yourself.


Guest post by Sherry Ramm, ITSM marketing consultant

Service Manager 9.34: How to use the new SM Delta Data Migration Tool

A new Delta Data Migration Tool promises to reduce migration work by offering both manual and automated inport/export methods.  After a brief review of the case for Delta Data when migrating from one SM system to another, this blog helps you decide which of the two methods is preferable for your particular situation.  By reviewing this set of work flow illustrations and detailed step-by-step instructions, you will be ready to tackle your next migration project with confidence that all your data, even that illusive Delta Data, will be migrated and present on your new system.

Henry Ford and Steve Jobs –Visionaries of their time! What would they do with IT Service Management?

henry ford model t.jpgI can only image what people thought the first time they saw a Ford Model T in 1908. While automobiles already existed, this was the first one created for the mass market.


This innovation changed how we travel and how our world operates.


A similar innovation is now available in the ITSM marketplace. Keep reading to find out what this innovation is and how you can get your hands on it before your friends!


Guest post by Mike Zuber, VP of Go-to Market Sales, HP Software

HP Service Manager 9.34: Integrated Change Calendar

calendar image.jpgSince HP Service Manager (SM) is designed to enable high-value best practices,

in SM 9.34 we will ship a powerful new native change calendar capability. 



The cool part of SM 9.34’s new calendar capability is that it is a fully integrated calendar – its usefulness is not just limited to the SM Change Management module.  In SM 9.34, you can use this new calendar within other SM modules as well.  Read all about it.

HP Service Manager 9.34: The power of a beautiful user interface

Have you ever sat and looked at something and simply admired it for its beauty? Does that ever happen with your LOTR.pngsoftware?


Movies are recognized for their beauty with awards for cinematography.  If you look at the list of winners of the Academy Award for cinematography, you will see a listing of some of the greatest movies of our time.


Beauty and art merged with functionality was the inspiration for our new user interface for Service Manager 9.34. Keep reading to find out where we gleaned our inspiration and how we improved the way users interact with the software.

Now shipping HP Propel on-premise! One portal, one catalog, one service exchange!

You have heard the term “Service Broker” before, but are you really sure you understand what it means? Join me as I take a closer look at this term and how the new HP Propel on-premise will help you truly become a Service Broker.



Why your IT service desk needs automation

IT organizations need to improve its responsiveness to its user base, and the service desk is a critical piece of this puzzle. Here’s why proactive and automated integration with Operations will help better manage the user experience.

IDC reports on how to transform IT into a Multi-Supplier Service Broker with HP Propel

IDC Blog post2.jpgIDC is calling for IT to "increasingly align modern technologies with business imperatives to remain relevant, stay efficient and control cost."

What is the new role that IT needs to play to align to the business? Keep reading to find out these important steps and what you can do to start taking them.


Guest post by Sherry Ramm, ITSM Marketing Consultant

HP Service Manager 9.34 – 5 reasons to take a closer look

HP Service Manager 9.34 has just been released. Learn what exciting new capabilities are in this version and how it benefits the majority of the current Service Manager customers without any large effort.

GOAL!! What does the big match have in common with big data and big ITSM?

soccerball.jpgI have enjoyed following the World Cup that just wrapped up in Brazil. I watched a few of the games in local, packed sports bars including the final match.


Last week a related article made the rounds that got my attention, "Germany Uses Big Data to Crush Brazil in World Cup Semifinal". I was thinking of the Moneyball comparison and how Big Data analysis could be applied to soccer - beyond good scouting and coaching.


I also started thinking about parallels to ITSM. Keep reading to learn more about the connection and how you can use Big Data and ITSM in your service desk organization.

Introducing HP Service Manager 9.34 “Big Data” edition

HP Service Manager 9.34 has just been released, and you definitely want to read about this exciting new version, combining many enhancements with a major move extending HP Service Manager to Big Data.

3 ways to get rich service tickets

No matter what kind of problem you face, the quality of information you have at hand impacts your ability to take the right steps to solve it. Here’s how Operations Orchestration automates service ticketing with critical information.

HP ITSM Insider Dispatch: Service Manager UX Transformation a la Cinderella (Bippity Boppity Boo!)

CinderellaRedesign.pngFollow the tale of the HP Service Manager Web Client – a beauty dressed in drab clothing, as she emerges shiny and new for the entire world to see.  Is she like Cinderella?  Learn more about the stylistic enhancements up our sleeve and see for yourself.

Using HP Service Manager inside and outside your IT

I know this will work.PNGOn the list of famous last words, I was sure mine would have made the list. While working on a recent project, it was suggested that we use HP Service Manager to automate a non-IT project.


Keep reading to find out how my “It is not intended for this purpose”, changed into “I am pretty sure this will work”. The journey to acceptance was quite an adventure and I encourage you to find out what happened.




Guest post by

Vadim Gordadze

Vice Head of ITSM Department

I-teco Bussiness Consulting

Is Self-Service or Self-Sufficiency the goal of the service desk?

Pop Quiz.jpgPop Quiz! Can you quickly tell me the difference between self-service and self-sufficiency? What is the strategic vision for your service desk customers?


Today I am breaking down this topic into terms that are easy to understand (and would hit you right in the wallet). Keep reading to find out what having twins has to do with your service desk.


Guest post by Mike Zuber, VP of Go-to Market Sales, HP Software

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About the Author(s)
  • Anand is a senior product marketing manager at HP Software . Anand is responsible for marketing and sales enablement for Discovery and Dependency Mapping ( DDMA ) software for HP Universal Configuration Management Database ( UCMDB ) . He has more than 15 years of product marketing, strategy and engineering leadership experience at HP and software start-ups in the Silicon Valley. Prior to his current role at HP sooftware, he worked on driving the marketing strategy for the scale-up x86 server solutions and data center energy efficiency. Anand is an active participant in various data center industry consortia and currently serves as chairman for the Data Collection and Analysis Work Group at The Green Grid. The Green Grid is a global consortium of IT companies and professionals seeking to improve energy efficiency in data centers and business computing ecosystems around the globe. Anand received his MBA from The Fuqua School of Business, Duke University and a B.S. in Computer Science from Pune University in India.
  • HP IT Service Management Product Marketing team manager. I am also responsible for our end-to-end Change, Configuration, and Release Management (CCRM) solution. My background is engineering and computer science in the networking and telecom worlds. As they used to say in Telcom, "the network is the business" (hence huge focus on service management). I always enjoyed working with customers and on the business side of things, so here I am in ITSM marketing.
  • David has led a career in Enterprise Software for over 20 years and has brought to market numerous successful IT management products and innovations.
  • I am the PM of UCMDB and CM. I have a lot of background in configuration management, discovery, integrations, and delivery. I have been involved with the products for 12 years in R&D and product management.
  • Gil Tzadikevitch HP Software R&D Service Anywhere
  • This account is for guest bloggers. The blog post will identify the blogger.
  • Jacques Conand is the Director of ITSM Product Line, having responsibility for the product roadmap of several products such as HP Service Manager, HP Asset Manager, HP Universal CMDB, HP Universal Discovery and the new HP Service Anywhere product. Jacques is also chairman of the ITSM Customer Advisory Board, ensuring the close linkage with HP's largest customers.
  • Jody Roberts is a researcher, author, and customer advocate in the Product Foundation Services (PFS) group in HP Software. Jody has worked with the UCMDB product line since 2004, and currently takes care of the top 100 HP Software customers, the CMS Best Practices library, and has hosted a weekly CMDB Practitioner's Forum since 2006.
  • Software technical product manager for HP Strategic Analytics--Executive Scorecard (XS) and Financial Planning & Analysis (FPA). Generate technologically sophisticated IT Performance Analytics use cases in collaboration with fellow HP product managers and design partners. Liaison for XS & FPA product managers, customers, and development team. Draw upon experience and industry pulse to influence the definition of product strategy and roadmap. Primary implementer of POCs for key elements of the company's offering including executive scorecard, financial planning and analysis, and process analytics..
  • Mary (@maryrasmussen_) is the worldwide product marketing manager for HP Software Education. She has 20+ years of product marketing, product management, and channel/alliances experience. Mary joined HP in 2010 from an early-stage SaaS company providing hosted messaging and mobility services. Mary has a BS in Computer Science and a MBA in Marketing.
  • Michael Pott is a Product Marketing Manager for HP ITSM Solutions. Responsibilities include out-bound marketing and sales enablement. Michael joined HP in 1989 and has held various positions in HP Software since 1996. In product marketing and product management Michael worked on different areas of the IT management software market, such as market analysis, sales content development and business planning for a broad range of products such as HP Operations Manager and HP Universal CMDB.
  • Ming is Product Manager for HP ITSM Solutions
  • Mohamed Nada: Having about 15 years of experience, practical and academic, throughout these years, I’ve been always focusing on both strategic directions side by side with achieving critical business goals Mainly focused on IT operations management, strategy and control, my preferred vendor is usually HP, as I believe HP has one of the best Enterprise portfolios among the current trending technologies
  • Nimish Shelat is currently focused on Datacenter Automation and IT Process Automation solutions. Shelat strives to help customers, traditional IT and Cloud based IT, transform to Service Centric model. The scope of these solutions spans across server, database and middleware infrastructure. The solutions are optimized for tasks like provisioning, patching, compliance, remediation and processes like Self-healing Incidence Remediation and Rapid Service Fulfilment, Change Management and Disaster Recovery. Shelat has 21 years of experience in IT, 18 of these have been at HP spanning across networking, printing , storage and enterprise software businesses. Prior to his current role as a World-Wide Product Marketing Manager, Shelat has held positions as Software Sales Specialist, Product Manager, Business Strategist, Project Manager and Programmer Analyst. Shelat has a B.S in Computer Science. He has earned his MBA from University of California, Davis with a focus on Marketing and Finance.
  • Oded is the Chief Functional Architect for the HP Service and Portfolio Management products, which include Service Manager, Service Anywhere, Universal CMDB & Discovery, Asset Manager, Project and Portfolio Manager.
  • I help IT leaders to understand how well IT is performing from a business perspective.
  • I am Senior Product Manager for Service Manager. I have been manning the post for 10 years and working in various technical roles with the product since 1996. I love SM, our ecosystem, and our customers and I am committed to do my best to keep you appraised of what is going on. I will even try to keep you entertained as I do so. Oh and BTW... I not only express my creativity in writing but I am a fairly accomplished oil painter.
  • WW Sr Product Marketing Manager for HP ITPS VP of Apps & HP Load Runner
  • Vesna is the senior product marketing manager at HP Software. She has been with HP for 13 years in R&D, product management and product marketing. At HP she is responsible for go to market and enablement of the HP IT Performance Suite products.
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